Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  95 Riverton Commons Plaza Front Royal, VA 22630

• 

  Valvoline

  1038 E 9th St Lockport, IL 60441

• 

  Valvoline

  810 W 31st Street Chicago, IL 60608

• 

  Valvoline Instant Oil Change

  12245 S Pulaski Rd Alsip, IL 60803

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had an oil change and tire rotation done. Tire rotation took an hour and done by someone who has never done them before.
  
  Skid plate not attached properly after oil change and was dragging. I was having my catalytic converter replaced at a mechanic and having them address this sucking noise and the clinking when I backed up. They informed me the sucking noise due to converter and clinking due to skid plate NOT being attached properly when oils change done. Complained to valvoline. There customer service is garbage

  Business Response

  Date: 08/06/2025

  Hello, 
  We appreciate the guest for reaching out to Valvoline, and we apologize for any issues the guest has experienced with their vehicle after service. Our records show the guest submitted a claim to our Customer Care team so an investigation could be started by our management team. Our management team determined that the issues the guest was experiencing with their vehicle weren’t related to the service at Valvoline, and the claim was denied. If the guest has supporting documentation from their mechanic stating the issues regarding the skid plate were related to the service at Valvoline, our Customer Care team will be happy to share this with management to be re-reviewed. Please advise the guest to forward any supporting documentation to [email protected] and put their claim * ********* in the subject box to ensure the email is not marked as spam. 
  
  Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only. Our Customer Care team can be contacted at ************ or via live chat at ******************************** 
  

  Customer Answer

  Date: 08/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Their manager went to the mechanic and looked at the tire and such. The manager who is no longer employed there.  Now I need to go back to the mechanic handicap (an hour round trip) and obtain more documentation regarding the skid plate not being attached properly ands they tried to fix it but it had already been damaged.  The ONLY place that had removed the skid plate was Valvoline.  So I have to do more work/research due to their inept management team and desire to just screw the customer and hope the issues goes away.

  My Time is valuable.  I will do this but I am expecting compensation 

  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17, 2025 my daughter went to the Valvoline at 1706 West 5th Street in Columbus Ohio for an oil change. They said they completed the oil change, she paid, and she left. Immediately after, while she was on the highway, her car broke down. She called Valvoline. They said they would review their video. The said the didn't put oil back in the car. They told her to stay where she was. They drove out to her and put oil in their car. But it was too late. The engine was damaged beyond repair. They towed the car back to Columbus. They got an estimate from a local mechanic they know. Upon our request, they towed the car to a Honda dealer. The Honda dealer estimate cost $3000 more than the local mechanic. They refused to pay the Honda dealer amount. They would not give me the names of any supervisors - what they call Market Managers.

  Business Response

  Date: 08/04/2025

  We are in receipt of this claim and apologize for the frustration felt throughout the claims process. Currently the claim is still pending, which means we will not disclose the information of the pending claim here. Furthermore, while we can understand being frustrated when a member of your family has issues with their vehicle. We cannot and will not discuss their investigation or the outcome. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 08/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have no leverage against this business.  They got to choose where the car got fixed.  They chose a business other than the certified Honda dealer which saved THEM about $3,000.  But we are still very skeptical about the independent non-Honda mechanic where they are getting the car fixed.  No,we are still not satisfied.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went in for an oil change and I watch the technician for rip off the rubber in my rear windshield wiper. This is the second time that this occurred, the first time they said it was already torn but this time I made sure I watched from my dear view mirror and saw him in the act. Him and his manager denied it.

  Business Response

  Date: 08/01/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 30, 2025, I visited [Business Name] for a standard oil change and was charged a total of $256.89. During the service, an employee informed me that my vehicle's coolant was “completely empty.” I asked for clarification and was told, “Yes, there's not a drop. It's completely empty.” Based on this alarming statement, I agreed to have the coolant serviced.
  
  After the visit, a family member with automotive experience contacted the shop and questioned the claim. A worker at the shop then stated, “No, I said the overflow tank was empty.” This directly contradicted what I had been told in person.
  
  Had I known it was only the overflow tank — and not the entire radiator system — I would not have agreed to the additional service. The initial statement was misleading and caused me to authorize an unnecessary and potentially overpriced service. I believe this misrepresentation was either negligent or intentionally deceptive.
  
  I am requesting a partial refund for the coolant-related service and for the business to be reviewed for deceptive practices.

  Business Response

  Date: 07/31/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14, 2025 we took our daughters car to Valvoline in Salem Oregon for an oil change. They installed the wrong size oil filter leading to loss of oil in the engine. On June 18, the engine totally seized and was rendered inoperable. Valvoline refused to pay for a rental car for the time that the vehicle was out of service and only paid their version of what the repairs would be, which was about half of the actual repairs. We are disputing their minimal payment and seeking loss of use for when we could have rented a car which they initially said wouldn't be covered and then at the end of the claim they said would be covered.

  Business Response

  Date: 07/30/2025

  Hello,
  We thank the guest for reaching
  out to Valvoline, and we’re certainly sorry to hear about the issues the guest
  experienced with their vehicle. Our records show a claim was started regarding damage to the Buick LeSabre’s
  engine, for which our management team accepted responsibility. The guest
  advised our management team that repairs would be $8168.35, and after a thorough
  investigation, our management team determined the repairs surpassed the amount
  of which the vehicle was worth. Per our management team, the worth of the
  vehicle is $4,419.00, and our management team advised the guest that we cannot pay
  out more for repairs than the value of the vehicle. In total, our management
  team paid the guest $4,419 for the value of the vehicle, $280 for the tow bill,
  and refunded the original oil change cost of $99.99. All payments were made via
  ********. Please note, the guest signed a release form on 7/15/25 agreeing to
  the above-listed payments, so no further action can be taken as the release
  form was signed by both the guest and a witness. Please note the release states "Customer agrees to keep this RELEASE, including its existence and terms, confidential and will not use or disclose said terms to any third party unless such disclosure is required by law or by court order."

  No further action can be
  taken via BBB regarding claims, as all claim communication is through our
  Customer Care team only. If the guest has further questions or concerns, please
  advise them to contact our Customer Care directly at ************* 

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: 

  We have no record of a refund for the original oil change.  Please re-send or provide proof that this was issued and accepted.

  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/01/2025

  Hello,
  We thank the guest for
  reaching back out to Valvoline. Per our records, the following payments were made,
  including dates and payment methods.
  

  ~Payment ID - ************Amount accepted for vehicle
    Amount - $4,419
    Date – 7/22/25
    Delivery method – ******** to email **********************
  

   ~Payment ID - ***********/Original oil change refund
    Amount - $99.99
    Date – 7/23/25
    Delivery method – ******** to email **********************
  

  ~Payment ID - ***********/Tow reimbursement
    Amount - $280
    Date – 7/16/25
    Delivery method – ******** to email *******************
  

  *All ******** payments
  take 24 hours to review an email from ***** ** ******* Once the instructions
  are followed provided by ***** ** ******, the funds are deposited into the account
  the guest chooses.
  If the guest has NOT received
  the payments listed above, please advise the guest to contact our Customer Care
  team at 800-327-8242, so one of our agents can contact the accounting
  department for further assistance. No further action can be taken via BBB. 

  Customer Answer

  Date: 08/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is wholly unsatisfactory to me in light of their negligence and how my daughter was stranded in an unsafe area, with no cell service due to their negligence in installing the incorrect oil filter which resulted in the loss of oil in the engine and the engine seizing and the car completely shut down.  Valvoline has been the trusted brand for most of the US for years, and they have wholly destroyed my faith in their locations, their product, their staff, their methods of conflict resolution, financial resolution and their corporation.  I'm merely signing this to close the compliant fully dissatisfied and not restored to the status I was prior to the work done by Valvoline 
  
  
  
  Sincerely,
  
  
  
  ***** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident took place on 6/26/25, at 300 E. Six Forks Rd. I went and got an oil change and prior to it. I had no leaks from my oil pan oil, drain plug or anything when I left a couple days later I noticed that I had oil leaking from my car. I called the location above and reported it to them, went a few days later and they went up under and tightened or claim to fix it. I continue to have a leak. I called Valvoine‘s customer service made a claim. I was told that I could have the vehicle diagnosed and that I’m not allowed to get it fixed. My previous oil change prior to this was done in Durham and the same thing happened. I replaced it at my own expense once, and I am not willing to do it again. They denied to do anything after stating to me that they would need to do an investigation and I gather the information from the diagnostics. No one has spoken to me nor my mechanic. I was just told here today that my claim was being denied because of the mileage when I reported to them that the engine had been changed and that was not the correct mileage and I was told that they had to put in the mileage that is on the dash so, regardless to what I say. Now I have to pay for oil to keep putting in my vehicle every 2 to 3 days taking a risk, further damaging my vehicle and now they have totally denied any responsibility and will not take accountability for their mistake. I do not agree with having to go through this for a second time and paying at my expense again let alone even acknowledging the customer by following up with a phone call, and I’ve waited and been more than patient.. This is my only transportation. I keep my car fixed because this is my only means of transportation, and I do not appreciate being disrespected and ignored. A customer should never have to experience this. They have had me waiting when I could’ve just go ahead and pay for the car to be fixed and they could’ve reimburse me and we could’ve resolve this.
  Thank you.

  Business Response

  Date: 07/29/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that Valvoline is not responsible for oil pans after 100k miles and this vehicle currently has 353026 miles. The guest previous invoice with us on 10/10/2024 we noted that a severe engine oil leak was present and the guest was informed and acknowledged that they knew this information. Customer stated that the engine had been replaced at this time. It should also be noted that the technician found the engine to be over filled by 4 quarts prior to service at Valvoline. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:07/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer of Valvoline and never had any issues with them until I came in for an oil change and met *****, the manager.
  
  She immediately had an attitude and was rude towards myself and others in the shop. The cable for the hood of my car was a little loose so she needed to use a tool to unhook the latch under the hood and she completely flat out refused to even try or attempt to open it with a screwdriver or another tool even though many other mechanics at this shop have able to do this prior to her working there.
  
  I went to another shop immediately after and they were able to get the hood open right away, they were friendly and very helpful.
  
  ***** replaced the old manager at Valvoline and I felt completely disrespected, dismissed and worse of all, insulted by her even though this is part of her job.
  
  Never again will I return to a valvoline unless something is done about that employee/manager. I wish to speak with whoever is above ***** at this Valvoline and have this behavior discussed because it is completely unacceptable.

  Business Response

  Date: 07/30/2025

  We are sorry to hear the guest had a negative experience. Unfortunately, we are unable to service a vehicle that has a pre-existing issue with the hood latch. If we were to open the hood and the latch did not work properly, there is potential for the hood to come up while the guest is driving. For liability reasons, we cannot service these vehicles.  We apologize for any inconvenience this caused the guest.

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  In my prior visits, Valvoline employees have had no issues unlatching the hood manually themselves (since it’s a lever cable issue not a latch issue), then they would just simply close the hood after the oil change and then they would just double check that it is properly latched/locked to make sure it will not open. The hood will not fly open if the mechanic makes sure it is latched and locked.

  However, on the day of my visit, Valvolines employee, ***** (the manager), was extremely defensive, rude and disrespectful immediately upon meeting when I was first trying to even explain the situation. She could have at least given me a direction of where to go for service. But instead I found a better oil exchange place that actually trains their mechanics in both technical and soft skills. 
  

  I was not treated with even basic human decency by ***** at Valvoline. There are no excuses for this behavior coming from a supposed “reputable” company.

  
  So, I do not accept the excuse I am being given by Valvoline. I take my car issues very seriously, Valvoline does not.
  

  
  Sincerely,
  
  
  
  Kay Fiala

  Business Response

  Date: 07/30/2025

  Hello,
  We thank the guest for
  reaching back out to Valvoline, and we apologize for the interaction the guest encountered
  with our management team. The good thing about our centers is that we record
  all transactions, and when we receive feedback like this, we like to share this
  with our management team to ensure this is properly addressed. To ensure this is
  addressed and to speak with the area manager who is over the service center
  manager at the location the guest went to, the guest will need to contact our
  Customer Care team at ************. Our Customer Care team will be happy to get
  this incident recorded and forwarded to the area manager for review.
  

  Please advise the guest that
  no further action can be taken via BBB regarding complaints, claims, etc., as all
  incidents like this are handled through our Customer Care team only. 

  Customer Answer

  Date: 08/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Your company should be the one to reach out about this service area manager. I am giving you her information and it’s your employee and your issue in how you handle your employees.
  

  So, please reach out to ***** over at the Kenosha Valvoline on 52nd street and speak with her about her behavior, explain what ethics and kindness is to her.
  

  You could also maybe retrain her on her car mechanic technical skills (and her soft skills definitely) or remove her as employee if she does not have both skills.
  

  Valvoline owns the business, therefore, you’re responsible for your own employees. That burden falls on you. 
  Do better. 

  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2025, I took my vehicle to Valvoline Instant Oil Change on Idlewild Road for a full synthetic oil change. It was the first oil change since purchasing the vehicle in April.
  Little did I know…The technician failed to properly tighten and seal the oil drain plug. Over the next three weeks, my oil pressure and check-engine lights illuminated repeatedly, ultimately leaving my engine without any oil. This negligence put my engine at risk of severe damage and created a safety hazard while driving. The mechanics at Firestone informed me why I had no oil and why the check engine indicator was on.
  Financial Damages
  As a result of the improper installation, I incurred the following out-of-pocket expenses:
  • Diagnostic and repair fee $280 to confirm and address the leak and the synthetic oil change due to my car being void of any oil
  • Lost wages due to missed work while my vehicle was inoperative: $200
  
  Attempts to Resolve
  On July 22, 2025, I contacted the store manager. Valvoline confirmed that I had an oil change in 7/2 and acknowledged responsibility for the improperly installed drain plug. I opened a claim and waited 3 days. I contacted customer care on July 25, 2025 and they offered to reimburse only the $100 oil change fee. This offer does not cover the diagnostic charges nor my lost wages, which I find unacceptable given the scope of damages caused by their error.
  To resolve this complaint through the BBB, I respectfully request Valvoline Instant Oil Change to:
  
  *Refund $280 for the diagnostic fee and synthetic oil change.
  *Compensate $200 for income lost while my vehicle was unavailable. I appreciate the BBB’s assistance in securing a full and fair resolution.

  Business Response

  Date: 07/30/2025

  Our records indicate the guest started a claim with our management team through our Customer Care team. Management thoroughly investigated the claim. Video footage was reviewed which confirmed all aspects of the service were performed correctly. The guest did not have issues until 3 weeks and almost 1,000 miles after the oil change, and an issue like this would have been discovered sooner if related to the service. Additionally, the guest took the vehicle and had repairs completed before contacting our Customer Care team. Our invoices state that you must contact us if there any issues, prior to authorizing repairs on the vehicle. This allows us an opportunity to take a look at the vehicle and complete our investigation. 
  
  Based on the findings explained, the claim was denied by our Area Manager. In good faith, management offered to reimburse for the the additional oil change performed by Firestone, despite our services being performed correctly. Our Area Manager holds the final decision in the claims process and we back their decision as well. The claim has been closed and no further action can be taken.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Further detailed information attached. I had my car serviced by Valvoline on Bilbrook and Slaughter in Austin on July 12, 2025. Not even a few minutes after I left, my car broke down due to throttle malfunction. July 14, 2025, my mechanic informed me that a piece of the intake resonator was broken off and had fallen into my engine. As a result, plastic melted onto my exhaust valve. This effected my cars engine performance. It would not even power on. I filed a claim *** ******** with Valvoline's claims department after what I was told by my mechanic. The manager contacted me and told me after a review of his cameras he has no reason to believe his mechanic was at fault regardless of the fact that it happened less than a 1/4 mile from his shop. I have only had this car serviced by this same location for the past year. My car has no repair history other than brake maintenance and oil changes. I refuse to believe that anyone other than the mechanic at Valvoline was responsible for what happened to my vehicle that morning. I contacted Valvoline's claims department and was informed they could only escalate the situation to the manager's direct superior. However, if they too were to deny my claim, they would not contact me which they haven't. As a result of this, I lost out on weeks wages of my ride-share gig and paid $1,532.30.

  Business Response

  Date: 07/28/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the technician stating this was a pre-existing condition. The DVR was reviewed by upper management and no error was recorded. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at *************

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I refuse to believe that my a piece of plastic from my intake resonator broke off on it's own and found it's way inside my engine mere minutes after I left Valvoline and they aren't responsible.  Also, the manager indicated that his employee noticed beforehand that my resonator was broken.  On the attached invoice he noted that the skid plate bolts were missing but failed to mention anything about anything on my car being broken.  He also didn't mention to me at the time of service.  My dash cam footage indicates that I exited Valvoline at 8:54 am, and the "Secondary Brake Malfunction" begins at 8:56 am.  I can't attach video here because of the size of the file but I am happy to get it to you one way or the other.  I would also like to see Valvoline's video proof that shows me they're not responsible.  
  
  
  
  Sincerely,
  
  
  
  ******* ***** ***

  Business Response

  Date: 07/29/2025

  While we empathize with the guest's situation, as previously stated, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial. This is due to the fact that no error was found during service while reviewing the DVR footage.  If the guest would like to view the footage, they must acquire a subpoena. We firmly stand behind the decision to deny this claim. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1st,2024 my wife brought her 2011 Subaru Forrester to Valvoline to have her oil change. The company drained her transmission and over filled her oil by 5 quarts. The technician showed my wife the oil on the dip stick after the oil change and it was completely black and all the way up the dipstick. The technician let my wife drive off and immediately a couple of white puff of smoke came out of the exhaust. My wife drove approximately 3 blocks and turned around and brought the car back to Valvoline. They changed the oil again and let my wife drive off.After getting home the car shifted poorly and we had the car towed to a shop just to find out there was no transmission fluid in the transmission. We notified Valvoline and they told us that they would have to look at the video which shows the mistake they made. To make a long story short, Valvoline destroyed the car, which I just purchased July 25th. The owner not once reached out to us and had us deal with some individual named Josh. They did replace the transmission and offered to replace the catalytic converter but refused to replace the engine. This individual Josh did nothing but mislead my wife they were going to handle the situation up to a little more than a month ago. Claim number is *********. Valvoline has admitted fault and has video evidence to back my claim. The girl who made the mistake draining the transmission was very young and very new to the job and was fired shortly after for supposedly stealing from the company.. I would greatly appreciate if you could help me out with this matter.. We have have documented everything from day one who we talked with, different shops we took the car and the results. Feel free to contact me me if you need any further information. Thank you for looking into this matter.

  Business Response

  Date: 07/28/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.